Shipping policy

Shipping Policy

Cambridge Skylights Limited

Last updated 17 October 2026

This policy explains delivery and warehouse collection for orders from Cambridge Skylights Limited. Read it with our Terms of Service. The delivery service and period agreed before you place your order form part of your contract. Nothing in this policy limits your statutory rights.

1 Delivery availability

Delivery availability depends on the product, order size and delivery postcode. The options available for your address are shown during ordering or confirmed in a written quotation before you commit to the order.

If your address is not recognised, no delivery option appears, or your site has restricted access, contact us before ordering. Northern Ireland, islands, remote locations and other addresses outside our normal service area require confirmation that we can fulfil the order.

Any applicable delivery charge and the total payable will be disclosed before purchase at the stage required by law. We do not set out fixed monetary charges in this policy.

2 Delivery options for stock items

Where available for your order, we offer the following services. These are the usual estimated windows for eligible in-stock orders; the specific dates or period agreed for your order take priority.

Service	Usual estimated window
Economy	20–30 calendar days.
Fast-track	3–5 working days.
Next-day dispatch	1–2 working days. This service prioritises dispatch; its name is not a guarantee of next-day arrival.

 

Orders are subject to a 12 noon UK-time cut-off. For Economy and Fast-track, eligible orders received after the cut-off begin processing on the next working day. For Next-day dispatch, the cut-off is 12 noon Monday to Thursday; orders outside that window begin processing on the next eligible working day.

Working days are Monday to Friday, excluding bank or public holidays affecting fulfilment or delivery. The order date, cut-off, stock status and any agreed order-specific arrangement determine the start of the window. Calendar days include weekends and holidays, although delivery appointments normally take place on working days.

An item being in stock does not mean it will be dispatched immediately. The selected service applies. A date described as an estimate can change for a genuine reason, but it does not remove any agreed delivery obligation or statutory remedy.

3 Pre orders and bespoke products

A pre-order is for an item that is not currently available for immediate fulfilment. The delivery-service window starts when the relevant stock arrives and is available to fulfil your order, rather than on the date you place the pre-order. Economy can therefore involve a further wait of 20–30 calendar days after restocking. Fast-track and Next-day dispatch remain subject to their stated windows and cut-offs after stock becomes available.

Before we accept a pre-order, we will agree an overall delivery date or period with you in writing, taking expected stock availability and the selected service into account. The stock waiting period is additional to the delivery-service window and must be considered when agreeing that overall period. Pre-order status does not permit an indefinite delay.

Bespoke or genuinely made-to-specification products have the lead time agreed in the quotation or order confirmation. A standard-size pre-order does not become bespoke merely because it is out of stock.

If stock availability changes, we will contact you, explain the revised position and seek your agreement to any change in the contractual delivery period. Consumer rights to cancel standard-product distance orders and statutory remedies for late delivery remain available. We will email you when your order is dispatched.

4 Arranging and tracking delivery

Deliveries normally take place Monday to Friday, excluding bank holidays, unless we agree otherwise. We or the carrier will provide available appointment, tracking or arrival information. Estimated arrival times may be affected by traffic, weather or earlier deliveries.

Please provide an accurate address, postcode, email address and telephone number, and tell us in advance about narrow roads, parking restrictions, low bridges, weight limits, pedestrian zones or other access issues. Tell us promptly if your details change; we will confirm whether a requested change can be accommodated.

A suitable adult must be available to receive and sign for the goods. If someone will accept them for you, make sure they understand the delivery and safe handling requirements. Do not travel to collect or book installation solely on the basis of an unconfirmed delivery estimate.

5 Kerbside service and safe unloading

Our standard service is kerbside delivery at the nearest safe and lawful accessible point agreed for the address. Please ensure that the vehicle can stop lawfully and that the receiving area and route into your premises are suitable for the product.

Rooflights are heavy and fragile. Our drivers normally work alone. Where customer assistance or lifting equipment is needed to unload safely, we will explain the requirement before you order. You must arrange suitable help for onward movement into your property. Contact us before ordering if you cannot provide the required arrangements.

Our standard delivery service does not include entering buildings or private premises, carrying products through a property, moving goods upstairs, roof lifting, installation, or removal of old products or packaging. The driver decides whether the proposed stop and unloading method are safe and may stop an unsafe operation.

No one should attempt a lift beyond their capability or without appropriate equipment. A request for customer assistance does not transfer our responsibility for safe working, our equipment or our own negligence to you.

We will not leave glass unattended on a pavement, road or other public area. If safe delivery cannot be completed, we will contact you to discuss the next steps.

6 Inspection damage and delivery records

Where it is safe and practical, check the product, quantity and packaging on arrival. Note visible damage or shortages on the delivery record, take photographs if possible and contact us promptly. If a product appears unsafe, do not install or use it.

If a full inspection is not possible, note that on the delivery record where the carrier allows. A signature confirms receipt and does not waive legal rights or prove that concealed damage or a defect was absent.

Report a problem to info@cambridgeskylights.co.uk or 01223 782 348 with your order reference and available details. There is no special short reporting deadline in this policy that removes consumer rights. We remain responsible for resolving delivery problems with a carrier we appointed.

Faulty, damaged, incorrect or missing goods are dealt with under our Terms of Service and applicable law. We will bear return or collection costs where legally required.

7 Missed or unsuccessful delivery

If no suitable recipient is available, access is unsafe, or required unloading arrangements are missing, the driver may be unable to complete delivery. We or the carrier will try to contact you where practicable. Goods may need to return to the depot or warehouse.

We will explain what happened and discuss redelivery, collection or any cancellation right. Where the problem was caused by you, we may seek only reasonable direct costs that were properly disclosed before ordering and are legally recoverable. Any new redelivery arrangement will be explained before it is agreed.

We do not apply an automatic restocking penalty merely because an attempted delivery failed. We will not charge you for a failed delivery caused by our error or that of a carrier we appointed. These arrangements do not override statutory cancellation or refund rights.

8 Delays and your rights

If we become aware of a material delay, we will tell you and explain the available options. Supplier delays, transport disruption or stock shortages do not automatically remove our responsibilities to you.

For consumer purchases, unless a different date or period has been agreed, we must deliver without undue delay and within 30 days after the contract is made. This default also applies to pre-orders if no different delivery period was agreed.

If we miss the agreed delivery period, you may normally give us an appropriate additional period to deliver. If we miss that too, you may end the contract. You may end it immediately if we refuse to deliver or delivery on time was essential under the circumstances or you told us so before making the contract. We will refund amounts due without undue delay.

Please wait until the products have arrived and been checked before making firm arrangements for installers, roof openings or lifting equipment. This advice does not exclude liability for losses that the law requires us to cover.

9 Warehouse collection

Collection is available by arrangement from Units 1 and 2, Valley Farm Business Park, 1 Station Road, Meldreth, SG8 6JP. Normal collection hours are 10 am to 3 pm, Monday to Friday, excluding bank holidays, unless we confirm otherwise.

Wait for our ready-for-collection message and agree an appointment before travelling. Bring your order reference and provide authority if someone else is collecting for you.

Arrange a vehicle, restraints, protective materials and handling equipment suitable for transporting heavy glass safely. Tell us about your vehicle and any handling needs when booking. We may decline an unsafe loading arrangement and discuss a suitable alternative. We remain responsible for our own handling and negligence.

For consumers, risk passes when you or your authorised representative physically takes possession. Choosing collection does not remove the cancellation rights attached to an order agreed at a distance.

10 Risk returns and contact

For consumer deliveries arranged by us, risk remains with us until you or your nominated recipient, other than the carrier, physically receives the goods. If you independently appoint a carrier that we did not offer, the legal position differs and risk passes when that carrier receives the goods.

Cancellation, return and refund rights are explained in our Terms of Service, including the difference between changing your mind and reporting a faulty product. This policy does not make a consumer responsible for return costs that the law requires us to pay.

For delivery or collection help, email info@cambridgeskylights.co.uk or call 01223 782 348. Cambridge Skylights Limited is registered in England and Wales under company number 13533197, with registered office at Allia Future Business Centre Cambridge, King Hedges Road, Cambridge, Cambridgeshire, CB4 2HY, United Kingdom.